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7th Annual ITSM Industry Survey            April 2012             5/11/2012
7th Annual ITSM Industry Survey          Presented June 7, 2012           Copyright Consulting-Portal 2012
David Mainville• Co-founder of Consulting-Portal• 32 years of ITSM experience• Comprehensive 360 degree perspective   – Pr...
Our Company      14 years supporting the  Service Management community!              Copyright Consulting-Portal 2012
Navvia Platform  Powerful Tools For Your Service Management Program  SURVEY          DESIGN                   VERIFY      ...
ASSESS         Copyright Consulting-Portal 2012
DESIGN         Copyright Consulting-Portal 2012
VERIFY         Copyright Consulting-Portal 2012
LEARN        Copyright Consulting-Portal 2012
Survey Structure   Copyright Consulting-Portal 2012
Survey Participation • 244 Completed Surveys • 10 Countries • 11 Industry Sectors • 7 job functions        Copyright Consu...
Survey Participation     Responses by Country     Copyright Consulting-Portal 2012
Survey Participation    Responses by Job Function       Copyright Consulting-Portal 2012
Survey Participation   Responses by Industry Sector       Copyright Consulting-Portal 2012
Copyright Consulting-Portal 2012
Service Management Trends• SaaS continues to be hot• ITIL is a “four letter” word• Governance and Continual  Improvement i...
Audience ParticipationWhat is the highest level of ITSMsponsorship in your organization?   1.   President or “C” Level   2...
Executive Sponsorship Remains Strong63% of respondents report VP or higher, down from 69% last year                       ...
Organizing for ITSM•   45% of respondents have conducted    an ITSM assessment in the last 6    months     – 94% found it ...
Audience ParticipationWhat process framework are you utilizing?   1.   ITIL Version 3   2.   ITIL Version 2   3.   A forma...
ITIL V3 is the preferred ITSM framework84% of respondents use ITIL V3, up from 80% in last years survey                   ...
ITSM Processes                      •    94% of respondents are                           utilizing ITIL                  ...
Audience ParticipationDo you have formal governance in place forITSM?   1.   Defined, implemented and enforced   2.   Defi...
Governance remains very weakOnly 28% of respondents have implemented and enforce, down slightly                  from 28.4...
ITSM Governance•   Only 22% of the respondents    have actionable metrics     – 16% have no metrics at all     – 58% have ...
Audience ParticipationWhat is your organizations position on SaaStools for ITSM?   1.   We do not allow SaaS applications ...
Acceptance of SaaS is strong50% of respondents are either using or investigating SaaS                                     ...
ITSM Tools                 •    44% of respondents have                      implemented a CMDB                        – 3...
Audience ParticipationWhat is your personal level of ITILcertification?   1.   ITIL V2 Foundations   2.   ITIL V3 Foundati...
Certification is important to ITSM practitioners Only 4% of the respondents have no ITSM related certification            ...
Training and Certification•   46% of the organizations have a formal    ITSM training program     –   The majority of thos...
Top 5 Reasons ITSM Initiatives Fail                  • Lack of a Plan                  • Unrealistic Expectations         ...
Lessons from Experience• Don’t bite of more than you can chew• Keep what works for you – ITIL is  only guidance, not the l...
Take the Conversation OnlineResourceswww.Navvia.com/resourcesFollow us on Twitter@mainville or @GoNavvia                  ...
Copyright Consulting-Portal 2012
AppendixComplete set of responses     Copyright Consulting-Portal 2012
End of Appendix  Copyright Consulting-Portal 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
7th Annual ITSM Industry Survey - April 2012
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7th Annual ITSM Industry Survey - April 2012

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The summary slides from our 7th Annual ITSM survey presented April 2012 ITSM.

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Transcript of "7th Annual ITSM Industry Survey - April 2012"

  1. 1. 7th Annual ITSM Industry Survey April 2012 5/11/2012
  2. 2. 7th Annual ITSM Industry Survey Presented June 7, 2012 Copyright Consulting-Portal 2012
  3. 3. David Mainville• Co-founder of Consulting-Portal• 32 years of ITSM experience• Comprehensive 360 degree perspective – Practitioner, consultant, service delivery manager and business owner – Applying ITSM principles to my own business• Navvia is a division of Consulting-Portal Copyright Consulting-Portal 2012
  4. 4. Our Company 14 years supporting the Service Management community! Copyright Consulting-Portal 2012
  5. 5. Navvia Platform Powerful Tools For Your Service Management Program SURVEY DESIGN VERIFY LEARN Copyright Consulting-Portal 2012
  6. 6. ASSESS Copyright Consulting-Portal 2012
  7. 7. DESIGN Copyright Consulting-Portal 2012
  8. 8. VERIFY Copyright Consulting-Portal 2012
  9. 9. LEARN Copyright Consulting-Portal 2012
  10. 10. Survey Structure Copyright Consulting-Portal 2012
  11. 11. Survey Participation • 244 Completed Surveys • 10 Countries • 11 Industry Sectors • 7 job functions Copyright Consulting-Portal 2012
  12. 12. Survey Participation Responses by Country Copyright Consulting-Portal 2012
  13. 13. Survey Participation Responses by Job Function Copyright Consulting-Portal 2012
  14. 14. Survey Participation Responses by Industry Sector Copyright Consulting-Portal 2012
  15. 15. Copyright Consulting-Portal 2012
  16. 16. Service Management Trends• SaaS continues to be hot• ITIL is a “four letter” word• Governance and Continual Improvement is weak• Companies focused on the same old processes• CMDB and Auto Discovery an elusive goal Copyright Consulting-Portal 2012
  17. 17. Audience ParticipationWhat is the highest level of ITSMsponsorship in your organization? 1. President or “C” Level 2. Vice President Level 3. Director Level 4. Manager Level Copyright Consulting-Portal 2012
  18. 18. Executive Sponsorship Remains Strong63% of respondents report VP or higher, down from 69% last year Source: 7th annual ITSM Industry Survey Copyright Consulting-Portal 2012
  19. 19. Organizing for ITSM• 45% of respondents have conducted an ITSM assessment in the last 6 months – 94% found it to be of value• 78% of those who didn’t conduct an assessment think it would be of value• 54% of our respondents have a documented ITSM roadmap – 6-12 months is the typical horizon – 92% see value in the roadmap• 68% of the organizations have a dedicated ITSM organization – 53% have full-time resources – 35% part-time – 12% of respondents have no resources allocated to ITSM at all Copyright Consulting-Portal 2012
  20. 20. Audience ParticipationWhat process framework are you utilizing? 1. ITIL Version 3 2. ITIL Version 2 3. A formal framework such as ITPM (IBM), MOF (Microsoft)…or other vendor specific 4. No formal framework is being utilized Copyright Consulting-Portal 2012
  21. 21. ITIL V3 is the preferred ITSM framework84% of respondents use ITIL V3, up from 80% in last years survey Source: 7th annual ITSM Industry Survey Copyright Consulting-Portal 2012
  22. 22. ITSM Processes • 94% of respondents are utilizing ITIL • Most organizations are still working on the the old Service Support processes – Incident, problem, change, SC AM • 39% of the organizations are working on multiple processes simultaneously • 15% of the respondents are not working on any processes at all Copyright Consulting-Portal 2012
  23. 23. Audience ParticipationDo you have formal governance in place forITSM? 1. Defined, implemented and enforced 2. Defined but not implemented 3. Implemented but not enforced 4. No ITSM governance in place Copyright Consulting-Portal 2012
  24. 24. Governance remains very weakOnly 28% of respondents have implemented and enforce, down slightly from 28.4% in last years survey Source: 7th annual ITSM Industry Survey Copyright Consulting-Portal 2012
  25. 25. ITSM Governance• Only 22% of the respondents have actionable metrics – 16% have no metrics at all – 58% have metrics but no follow- up• 43% of respondents have their processes audited – 54% use a mix of internal and external auditors• 40% of the respondents use COBIT for ITSM governance – Followed by 32% for ISO20000• 36% of the organizations have linked ITSM to a Quality Program – 37% of those use Six Sigma – 27% use ISO9000 Copyright Consulting-Portal 2012
  26. 26. Audience ParticipationWhat is your organizations position on SaaStools for ITSM? 1. We do not allow SaaS applications 2. We currently have no SaaS applications but are investigating 3. We currently use SaaS applications Copyright Consulting-Portal 2012
  27. 27. Acceptance of SaaS is strong50% of respondents are either using or investigating SaaS Source: 7th annual ITSM Industry Survey Copyright Consulting-Portal 2012
  28. 28. ITSM Tools • 44% of respondents have implemented a CMDB – 37% are planning to implement • 65% have or are planning to implement Auto Discovery tools • Service Level / Service Catalog – 52% have implemented Service Catalog – 48% have implemented SLM – 35% have implemented neitherCopyright Consulting-Portal 2012
  29. 29. Audience ParticipationWhat is your personal level of ITILcertification? 1. ITIL V2 Foundations 2. ITIL V3 Foundations 3. ITIL Practitioner / Intermediate Courses 4. ITIL Service Manager / Expert 5. No Certifications Copyright Consulting-Portal 2012
  30. 30. Certification is important to ITSM practitioners Only 4% of the respondents have no ITSM related certification Source: 7th annual ITSM Industry Survey Copyright Consulting-Portal 2012
  31. 31. Training and Certification• 46% of the organizations have a formal ITSM training program – The majority of those, 52%, only offer foundations training – 14% offer intermediate training – 30% offer ITIL Expert• 60% of the respondents use dedicated classes – 29% rely on open enrollment• 28% have dedicated internal ITIL training resources – 45% use dedicated training companies – 23% use professional services – 4% rely on their hardware/software vendor• 64% have no plans to implement a formal ITSM training program (of those currently without a formal program) Copyright Consulting-Portal 2012
  32. 32. Top 5 Reasons ITSM Initiatives Fail • Lack of a Plan • Unrealistic Expectations • Skepticism (management & Staff) • Poor Requirements Definition • Poor Governance & Controls Copyright Consulting-Portal 2012
  33. 33. Lessons from Experience• Don’t bite of more than you can chew• Keep what works for you – ITIL is only guidance, not the law• Balance consensus with adoption (getting it done)• Design your process in parallel with tool implementation• Design your processes deep enough to drive automation requirements Copyright Consulting-Portal 2012
  34. 34. Take the Conversation OnlineResourceswww.Navvia.com/resourcesFollow us on Twitter@mainville or @GoNavvia Copyright Consulting-Portal 2012
  35. 35. Copyright Consulting-Portal 2012
  36. 36. AppendixComplete set of responses Copyright Consulting-Portal 2012
  37. 37. End of Appendix Copyright Consulting-Portal 2012
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